Disney Tickets is Disney’s direct-to-consumer live entertainment ticket sales business in the UK. It manages bookings for over one million guests across a variety of self-produced and licensed musicals, ice shows, concerts, and events.
In collaboration with the Manager of Commercial & Partner Development and the Operations & Guest Experience Supervisor, this role oversees the daily operations of the Group ticket sales division. This includes providing ad-hoc training and driving continuous improvement within the outsourced sales team. The role demands a motivated multi-tasker who excels at sales and operational tasks in a fast-paced environment. Strong guest and client relationship skills are essential, along with an organized approach and keen attention to detail. As the primary contact for the sales team, this person will motivate the team to achieve revenue goals and successfully execute the sales strategy.
Key responsibilities:
- Manage group ticket reservations, apply promotional rates, fulfil ticket printing/postage needs, and communicate with guests and clients within a 24-hour response window via email (Zendesk) and phone for quotes, reservations, and orders.
- Coordinate and indirectly supervise the daily operations and training of the outsourced Group Ticket Sales team, ensuring industry-leading sales and service experiences for guests and clients. Provide ongoing support to call centre agents, assist with process updates, and handle escalated guest service contacts via Zendesk.
- Consistently apply an up-sell approach to enhance the guest experience, increase revenue, and highlight exclusive products. Serve as the key contact for high-revenue Premier Booking Partners, delivering VIP service, attending meetings, and exceeding SLA expectations.
- Coordinate school workshop bookings with the Education Manager, including communication and agreements, and collaborate with external venues as needed. Occasionally, coordinate and attend trade shows and client events, handling RSVPs and event logistics outside regular business hours.
- Collaborate with the Manager to manage B2B group data, input manual sales figures, and track client performance. Plan and execute the B2B CRM schedule in line with event launches, booking extensions, and seasonal campaigns.
- Design, build, and deploy B2B emails using Salesforce Pardot, coordinating with marketing for necessary assets and approvals. Post regular updates on the Disney Groups LinkedIn channel to expand group booking reach and grow sales.
- Proactively work on Premier Booking Partner initiatives and coordinate post-visit communications to group bookers via Zendesk. Stay informed on production marketing campaigns to ensure the use of current artwork and assets.
- Advise on contact volumes, upcoming needs, and market trends to grow sales and establish forecasts, working closely with the Disney Tickets team to deliver on Guest/Client needs through the coordination of the outsourced team.
- Collaborate with accounts to ensure order balancing, payment-invoice matching, Guest credit reconciliations, internal charges, and manual VAT receipt creation.
- Coordinate website administration, including updates to calendar forms, help page articles, copy, and dates.
- Work with the Operations and Guest Experience Supervisor to prepare and set up new shows and events for ticket and merchandise sales on our e-commerce platform. Coordinate reporting on ticket inventory management, loading/unloading tickets, and producing sales and delivery reports as needed.
- Collect and share production information for Guest-facing digital spaces and provide feedback to improve Sales and guest Experience, including Guest messaging and tone of voice.
- Fulfil the team’s annual EDI commitments and continuously suggest improvements to enhance the team’s EDI approach.
- Meet with key stakeholders to discuss Access for Disney Tickets and production sales.
Key skills & experience:
- Admission ticket sales/e-commerce systems or similar, Nliven and/or Lineup experience preferred.
- Project management and guest CRM software tools, as well as Salesforce/Pardot experience, are advantages.
- Marketing experience – working with assets, images, copy, e-shots, and digital marketing.
- Travel trade industry/sales/account management experience is a plus.
- MS Outlook, especially Excel.
How to apply: please click here to apply for this position.
To find out more about this position, please contact Josh Behn.
